ITIL 4 Mock Exam Flashcards
(20 cards)
Which of the following is an example of workaround?
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Server memory is increased when the server is unresponsive
A defective network switch is replaced with a new one
A server is restarted to resolve an incident
An email server is restored after an incident is reported
A server is restarted to resolve an incident
Which value chain activity ensures the availability of service components?
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Improve
Engage
Obtain/build
Deliver and support
Obtain/build
What are the types of asset management?
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IT asset management and software asset management
IT asset management and technical management
Operational management and IT asset management
Operational and technical management
IT asset management and software asset management
What is the first step of the guiding principle focus on value?
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Identify the outcomes that the service facilitates
Identify all supplier and partners that are involved in the service
Determine the service consumer in each situation
Determine the cost of the providing the service
Determine the service consumer in each situation
How does the principle think and work holistically help organizations when implementing ITIL?
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Conducting a review of the existing service management practices and deciding what to keep and what to discard
Reviewing how an improvement initiative can be organized into smaller and manageable sections that can be completed in a timely manner
Reviewing service management practices and removing any unnecessary complexity
Establishing an understanding of how all the parts of an organization work together in an integrated way
Establishing an understanding of how all the parts of an organization work together in an integrated way
Which is a key consideration for the guiding principle keep it simple and practical?
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Try to create a solution for every exception
Always use the minimum number of steps to accomplish an objective
Ignore conflicting objectives of different stakeholders
Start with a complex solution and then simplify
Always use the minimum number of steps to accomplish an objective
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
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Focus on value
Start where you are
Progress iteratively with feedback
Collaborate and promote visibility
Progress iteratively with feedback
What is a disaster?
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Sudden unplanned event that causes great damage or serious loss to an organization
Unplanned interruption to IT service
Any change of state that has significance for the management of a service or other configuration item (CI)
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Sudden unplanned event that causes great damage or serious loss to an organization
New or changed components are deployed to all targets at the same time. Which type of deployment approach does this statement represent?
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Phased deployment
Continuous delivery
Big bang deployment
Pull deployment
Big bang deployment
Which two needs should change control balance? 1. The need to assess risks and expected benefits 2. The need to manage a change schedule 3. The need to make beneficial changes 4. The need to protect customers and users
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1 and 2
2 and 3
3 and 4
1 and 4
3 and 4
Which service management dimension is focused on activities?
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Organizations and people
Information and technology
Partners and suppliers
Value streams and processes
Value streams and processes
How does service request management contribute to obtain/build value chain activity?
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It analyzes data to identify opportunities to provide new service request options
It ensures users continue to be productive when they need assistance from the service provider
It acquires preapproved service components to help fulfill service requests
It collects user-specific requirements, sets expectations, and provides status updates
It acquires preapproved service components to help fulfill service requests
Which of the following is a standard change?
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Resolving an incident or implementing a security patch
Moving a desktop for a single user
Increasing the memory of a server to avoid an incident
Uninstalling a new patch that has caused a high-priority incident
Moving a desktop for a single user
Which value chain activity includes presenting workarounds to users via a service portal?
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Plan
Improve
Engage
Obtain or build
Engage
Which key activity of service continuity management identifies vital business functions (VBF) and their dependencies?
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Disaster recovery plan
Recovery point objective
Recovery time objective
Business impact analysis
Business impact analysis
What of the following is an agreement between a service provider and a customer that identifies both services required and the expected level of service?
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Contractual agreement
Business agreement
Service level agreement
Service customer agreement
Service level agreement
